In the five years following implementation of a chat reference service at James Madison University (JMU), the service proved very popular but was not closely assessed for quality of service. Using grounded theory and qualitative data analysis techniques, a comprehensive assessment effort was begun in earnest and is in progress. Preliminary results…

The Mississippi State University Libraries' Virtual Reference Service collected statistics about virtual reference usage. Analysis of the data collected by an entry survey from chat and e-mail transactions provided librarians with concrete information about what patron groups were the highest and lowest users of virtual reference services. These…

Academic libraries have traditionally collected reference statistics using hash marks on paper. Although efficient and simple, this method is not an effective way to capture the complexity of reference transactions. Several electronic tools are now available to assist libraries with collecting often elusive reference data--among them homegrown…

Measuring quality of service in academic libraries traditionally includes quantifiable data such as collection size, staff counts, circulation numbers, reference service statistics, qualitative analyses of customer satisfaction, shelving accuracy, and building comfort. In the libraries of the third millennium, virtual worlds, Web content and…

Examines the usefulness of the Eisenberg-Berkowitz Information Problem-Solving model as a categorization for academic reference encounters. Major trends in the data include a high proportion of questions about location and access of sources, lack of synthesis or production activities, and consistent presence of system problems that impede the…

In 1996, the Council on Library and Information Resources (CLIR) supported a project at Rutgers University that applied new economic theories to measuring how well research libraries fulfill their service roles. This summary draws on the original proposal and the final report from the project's directors. The evaluation of library performance is…

Describes the research objectives, rationale, methodology, and findings of a model program developed at the Northwestern University Library, which examined whether online catalogs require instruction and, if so, how that instruction would be best delivered. (CLB)

Describes a project developed at the Northern Virginia office of Central Michigan University (CMU) to analyze reference questions received at an off-campus library services program for graduate students. The development and use of a software program--the Statistical Package for the Social Sciences SPSS/PC+ Studentware--is explained. (LRW)

Randomly selected faculty from four state universities in Texas were surveyed to determine the degree to which the library and its resources influenced their decisions to accept university positions. Responses to the questionnaire reveal that faculty may take libraries for granted, as they are not exploited in faculty recruitment. (Author/CLB)

This investigation involving 98 participants within 11 departmental science libraries at the University of Illinois reports on use of random alarm mechanism sampling to analyze staff activities. Percent of time spent on various activities is identified and correlated to acquisition budget, staff size, collection size, and job classification.…

This study uses virtual reference transcripts for which patrons completed exit surveys to seek any correlations between user and librarian satisfaction within virtual reference transactions. By analyzing transcripts with a focus on three elements-technology performance, preferred reference practices, and the demonstrated communication levels of…

For this kit, 106 Association of Research Libraries (ARL) academic libraries were surveyed concerning: (1) current administration/organization; (2) evaluation; (3) patron relations; (4) services; and (5) the impact of online searching on collections. Responses were received from 83 libraries, many of which contributed sample materials. Analyses of…

This College Library Information Packet (CLIP) Note surveys training programs in small and medium-sized academic libraries. In August 1995, 265 small and medium-sized academic libraries were sent a questionnaire; the response rate was 78% (n=206). A comprehensive analysis of survey results is followed by examples of training documentation…

For this kit, 119 Association of Research Libraries (ARL) academic libraries were surveyed to identify: (1) the practices in the area of information desks; (2) information desk staffing; (3) information desk functions; and (4) their relation to the other service points within the particular library. Responses were received from 87 libraries, some…

Reports findings of a Statistics Task Force investigation at New York University's Bobst Library, which reviewed the collection and publication of statistics and data related to library reference and information services and use of resources, and developed a framework for inclusions, definitions, procedures, and policies for data collection and…